Internet Connection Drops Intermittently

Hey there, user_i8pxu6, thanks for reaching out through Xfinity Forums regarding your internet connection. I rely on my connection for work, so we definitely want to ensure it is working properly for you! I would like to take a look at your connection on our end. 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

same thing has been happening with our Xfinity internet for weeks. Never happened before.

 Cannot get actual help from Xfinity for this, just hours and hours and hours on phone and chat support with people offshored around the world, who can only do limited things. Had a technician visit, he showed us that our modem had been disabled in the Xfinity system. A guy from corporate called and somehow re-enabled the modem, everything was great for about a day then the constant dropping began and has never stopped.

We're going to have to leave Xfinity, cannot work from home with this terrible internet. And Xfinity has wasted just a TON of our time.

Thanks again for reaching out to us @user_i8pxu6! I'm glad scheduling a technician was able to resolve the intermittent connection issues!

@XfinityAldrik When are you guys going to start sharing what the solutions are instead of just saying things are solved so that other readers here may benefit ??? After all, this is supposed to be a public help forum and not a private / internal platform.....

We have been having issues with our connection intermittently dropping multiple times per day for many months. A modem reboot generally takes care of the issue, but we both work from home, so dropping out in the midst of almost every zoom meeting is not acceptable. I've had hours wasted with the dumb chat robot and with online technicians. Finally got elevated to a supervisor who admitted it had to be something with the incoming signal. Technicians came out multiple times within 10 days, but the problem persists and is maddening given the constantly increasing cost of the service.

MAC ID of the modem is registered to the account. 

We have been having intermittent drops for the last 3 months or a bit less. It is apparently random -- there are not any circumstances we can track that give us any indication of a problem occurring, or when one will occur. It just drops for anywhere between 20 seconds or so and 3 minutes. I wrote a Python program to ping google every second to be able to know how many times this is happening per day. Some days it will happen once, twice, or three or four times. One day it happened 9 times. One day this week it didn't happen at all. We just randomly lose signal, and the script I wrote tells us "100% packet loss" for a period of time. 

The last time this happened, I captured the log file. Unfortunately, it's not capturing the number of hops or any trace route information, or anything all that useful. It's mainly just logging how long our outage occurred. 

2025-04-01 12:25:56 - Ping successful
2025-04-01 12:25:57 - Ping successful
2025-04-01 12:25:58 - Packet loss detected
2025-04-01 12:25:59 - Packet loss detected
2025-04-01 12:26:00 - Packet loss detected
2025-04-01 12:26:01 - Packet loss detected
2025-04-01 12:26:02 - Packet loss detected
2025-04-01 12:26:03 - Packet loss detected
2025-04-01 12:26:04 - Packet loss detected
2025-04-01 12:26:05 - Packet loss detected
2025-04-01 12:26:06 - Packet loss detected
2025-04-01 12:26:07 - Packet loss detected
2025-04-01 12:26:08 - Packet loss detected
2025-04-01 12:26:13 - Packet loss detected
2025-04-01 12:26:38 - Packet loss detected
2025-04-01 12:26:43 - Packet loss detected
2025-04-01 12:26:48 - Packet loss detected
2025-04-01 12:26:53 - Packet loss detected
2025-04-01 12:26:58 - Packet loss detected
2025-04-01 12:27:03 - Packet loss detected
2025-04-01 12:27:08 - Packet loss detected
2025-04-01 12:27:13 - Packet loss detected
2025-04-01 12:27:18 - Packet loss detected
2025-04-01 12:27:23 - Packet loss detected
2025-04-01 12:27:28 - Packet loss detected
2025-04-01 12:27:33 - Packet loss detected
2025-04-01 12:27:38 - Packet loss detected
2025-04-01 12:27:43 - Packet loss detected
2025-04-01 12:27:48 - Packet loss detected
2025-04-01 12:27:53 - Packet loss detected
2025-04-01 12:27:58 - Packet loss detected
2025-04-01 12:28:03 - Packet loss detected
2025-04-01 12:28:08 - Packet loss detected
2025-04-01 12:28:13 - Ping successful
Loss from 2025-04-01 12:26:02 to 2025-04-01 12:28:13 (Duration: 0:02:11.489160)
2025-04-01 12:28:19 - Ping successful
Loss from 2025-04-01 12:28:18 to 2025-04-01 12:28:20 (Duration: 0:00:01.500341)
2025-04-01 12:28:21 - Ping successful
2025-04-01 12:28:22 - Ping successful
2025-04-01 12:28:23 - Packet loss detected
2025-04-01 12:28:24 - Ping successful
Loss from 2025-04-01 12:28:28 to 2025-04-01 12:28:32 (Duration: 0:00:03.498801)
2025-04-01 12:28:33 - Packet loss detected
2025-04-01 12:28:38 - Ping successful
Loss from 2025-04-01 12:28:37 to 2025-04-01 12:28:41 (Duration: 0:00:04.008519)
2025-04-01 12:28:42 - Ping successful
2025-04-01 12:28:46 - Packet loss detected

2025-04-01 12:28:51 - Packet loss detected
2025-04-01 12:28:52 - Packet loss detected
2025-04-01 12:28:53 - Packet loss detected
2025-04-01 12:28:54 - Packet loss detected
2025-04-01 12:28:55 - Packet loss detected
2025-04-01 12:28:56 - Packet loss detected
2025-04-01 12:28:57 - Packet loss detected
2025-04-01 12:28:58 - Packet loss detected
2025-04-01 12:28:59 - Packet loss detected
2025-04-01 12:29:00 - Packet loss detected
2025-04-01 12:29:01 - Ping successful
Loss from 2025-04-01 12:28:50 to 2025-04-01 12:29:41 (Duration: 0:00:51.070229)
2025-04-01 12:29:42 - Ping successful
2025-04-01 12:29:43 - Packet loss detected
2025-04-01 12:29:44 - Packet loss detected
2025-04-01 12:29:45 - Packet loss detected
2025-04-01 12:29:46 - Ping successful
Loss from 2025-04-01 12:29:47 to 2025-04-01 12:29:54 (Duration: 0:00:07.501180)
2025-04-01 12:29:55 - Ping successful
2025-04-01 12:29:56 - Ping successful
2025-04-01 12:29:57 - Ping successful

We have had someone check the signals, and replace our XFi gateway, and check our cabling. We have had someone install a powered splitter and rewire the cable inside our house. We have had someone put a new temporary line down, which they then dug to make permanent. Each time we had hopes that it would solve the problem, but the problem persists.

It is VERY intermittent. Some days it does not happen. Some days it happens several times through the day and night. It does not seem to be based on our usage, since it happens at night when we sleep as well.

We can't have this. We CAN'T.... my wife and I both work from home. Up until a couple of months ago, we NEVER lost Zoom calls or VPN connections, and we always had an always-on, persistent connection. For at least a dozen years or more. NEVER had any problems, and then in November of last year (2024) some guy from Xfinity stopped by to tell us we were on their list to check in with, while they were going to be doing some "upgrades" to the system and lines in the area. That's one thing I've seen other people post about here that we have in common. Several posts seem to indicate that in places or times when they said they were going to start doing "upgrades", these problems started occurring during that period or afterward. 

It's only been in the last 2 or 3 months, I think, that this has occurred. So we strongly believe the problem is not with our cabling, or our router, or anything inside our home. But we CANNOT keep having this problem -- it's putting me at problems with my job if it continues. Right now, I call in to Zoom calls on my cell phone in addition to joining on my computer, so that I can apologize to people on the call if and when my connection drops suddenly.

When they put in the temporary cable, things still were intermittent. The only time it seemed to be *slightly* more reliable was after we disconnected the router overnight and then reconnected it. Full disclosure: the reason we disconnected the router was because I'd ordered a T-Mobile 5G Internet Gateway to test it out, because we were SO frustrated with these problems that I was willing to test out another high-speed internet provider. But the bottom line is that the 5G signal from T-Mobile was even less reliable than Xfinity.  It dropped constantly, despite having halfway decent signal strength (it was never great signal strength). So we ditched the T-mobile gateway since we were still well within their 15 day return period, and plugged the XFi router back in. Well, when we did that, it worked with no issues for about 5 days. Didn't see any packet losses during that time. But then sure enough, it started up again just 5 days later. It may have been a total coincidence that we didn't have any signal loss during those 5 days... it doesn't seem logical to me that 5 days later, things would suddenly go bad again. Unless maybe Xfinity is doing something funky with IP address assignments, and we were somehow in an uncongested IP range or something during that time until things caught up with us. I don't know. I'm grasping at straws. I wish there were a way to figure out from here where the problem is, but I strongly suspect the issue is with Xfinity's INFRASTRUCTURE, since the signal loss happened after they said they'd be doing system upgrades in the area, AND since we'd had no problems before, AND since I see other people questioning this as well.

It's really awful. I would gladly update this post with the solution if we got one. If it gets resolved, I'd go back to loving Xfinity again, even though it's expensive. But I tell you what, if AT&T puts in the infrastructure here to give me comparable speed and better reliability, I'm gone.  We are stuck in an area that seems to be only serviced by Xfinity and T-Mobile for now, and even Verizon isn't an option at the moment. 

Anyone got any ideas on how to resolve this? Please? Anyone?